Customer Support
Help Scout
From $25Free planG2 4.4 · 435 reviews
Customer support teams at SMBs and mid-market companies that want an email-first shared inbox with a clean UX, strong self-service (knowledge base), and lightweight automation—without the complexity of enterprise service-desk tools.
Quick overview
- Pricing
- Free; paid from $25/user/month
- Plans
- Free plan for up to 5 users (1 inbox, 1 Docs site). Paid per user/month: Standard $25, Plus $45, Pro $75 (list prices; annual billing saves up to 16%). AI Answers add-on is $0.75 per resolution.
- G2 rating
- 4.4 / 5.0
- Comparisons
- Featured in 1 comparison
Key features
- Shared inbox with collision detection and internal notes
- Knowledge base (Docs) with search and self-service content
- Live chat / in-app messaging (Beacon) and proactive help widgets
- Automation, workflows, tags, and saved replies
- Reporting and customer profiles with conversation history
Pros
- Intuitive, fast shared-inbox experience that’s easy to adopt
- Strong knowledge base and in-app help widget for deflection
- Good collaboration features (notes, assignments, collision detection)
- Solid integrations and API for connecting to CRM/product tools
Cons
- Advanced workflows, analytics, and admin controls can be limited vs. larger suites
- Pricing and packaging can be less flexible as teams scale
- Not a full ITSM/service-desk platform (limited ticketing/asset/SLAs compared to ITSM tools)
Marcus Williams